HPE Aruba Networking EdgeConnect SD-WAN
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HPE Aruba Networking EdgeConnect SD-WAN (the “Service”) is a software-as-a-service defined wide area network (SD-WAN) that provides secure network connectivity and data access for hybrid work and cloud/on-premises environments.
The service is delivered using the combination of:
- EdgeConnect SD-WAN gateway (physical or virtual) which provides core networking functions such as advanced routing, security, and WAN Optimization; and
- EdgeConnect SD-WAN Orchestrator which is a network orchestration and management software provides a user interface to the customer to configure multiple EdgeConnect gateways in the SD-WAN network, define and apply network policies (Business Intent overlays, Routing, and role-based segmentation, Zone-based firewall security, Route Maps) across the WAN to secure and control all application traffic across), single pane of glass by monitors and collects network stats across the network and automates service orchestration to 3rd party SSE vendor.
The Customer purchases EdgeConnect Bandwidth (BW) software licenses (different tiers available based on the subscription tier) for an appropriate EdgeConnect SD-WAN subscription tier and depending on the subscription tier, the EdgeConnect SD-WAN Orchestrator is either cloud-hosted and managed by HPE or deployed by the customer in their private server or owned/subscribed environment (self-hosted) depending on the subscription tier purchased by the customer.
The BW licenses are term-based subscriptions and includes support for EdgeConnect gateway (physical or virtual) and the EdgeConnect SD-WAN Orchestrator. The customer is billed upfront based on the subscription tier, BW tier, and the subscription term. The customer can upgrade the subscription and bandwidth tier during their term, downgrades are only available during the renewal of the term.
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2.2 Delivery/Deployment of the Service:
| Delivery Type | Details |
|---|---|
| Cloud-Hosted (as-a-service) | Foundation and Advanced as-a-service subscription tier The EdgeConnect SD-WAN Orchestrator is hosted in HPE cloud, HPE is responsible for the lifecycle management of the WAN Orchestrator including, uptime (SLO’s, see below), updates/upgrades, maintenance, backup, and disaster recovery. |
| On-Premise | On-Prem subscription tier: The Customer will get access to the on-premises version of EdgeConnect SD-WAN Orchestrator and is required to host it in their private server or customer-owned/subscribed environment. The customer is responsible for hosting and the lifecycle management of the WAN Orchestrator, including uptime, updates/upgrades, maintenance, backup, and disaster recovery. |
2.3 Activation, Configuration, and Use of the Service:
- Foundation and Advanced subscription tiers:
The customer must go to ASP portal and provide EdgeConnect SD-WAN Orchestrator setup attributes first, this will provision their EdgeConnect SD-WAN Orchestrator in HPE’s cloud. The customer then must first login into the EdgeConnect SD-WAN Orchestrator and apply the purchased EdgeConnect BW license(s) to EdgeConnect gateway(s) (physical/virtual).
- For On-Prem subscription tier:
The customer must login into the EdgeConnect SD-WAN Orchestrator hosted in their private server and apply the purchased EdgeConnect BW license(s) to EdgeConnect gateway(s) (physical/virtual).
| Feature | Details |
|---|---|
| Common Features across EdgeConnect subscription tiers | EdgeConnect gateway (physical or virtual) in conjunction with the EdgeConnect SD-WAN Orchestrator (hosted in HPE cloud or On-prem) delivers following common features across all subscription tiers of EdgeConnect SD-WAN solution.
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| Foundation Subscription Tier (as-a-service) | Includes HPE cloud-hosted and managed EdgeConnect SD-WAN Orchestrator (as-a-) and includes the following lifecycle management features following features in addition to common features:
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| Advanced Subscription Tier (as-a-service) | Includes HPE cloud-hosted and managed EdgeConnect SD-WAN Orchestrator (as-a-service) and the following features in addition to common features:
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| Additional features of Cloud hosted (as-a-service) subscription tiers (Foundation and Advanced) | The purchase of either EdgeConnect Foundation and Advanced as-a-service subscription tier BW software licenses include HPE cloud hosted and managed EdgeConnect SD-WAN Orchestrator and includes the following lifecycle management functions for the cloud-hosted environment, in addition to common functions mentioned above.
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| On-Prem Subscription Tier | The purchase of EdgeConnect On-Prem subscription tier includes access to and support for the on-premises version of EdgeConnect SD-WAN Orchestrator software. The customer is responsible for hosting EdgeConnect SD-WAN Orchestrator in their private service and managing their private environment to host EdgeConnect SD-WAN Orchestrator, including uptime of the environment backup and disaster recovery, regular maintenance to upgrade / scale the environment to address any performance challenges and upgrading of the Orchestrator to new releases provided by HPE. In addition to the common features mentioned above, this subscription tier of the Service includes the following features in addition to common features:
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| Optional Feature Add-On Licenses | Following feature add-on licenses can be purchased separately with any of the EdgeConnect SD-WAN subscription tiers mentioned above.
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4.1 During the subscription term, the Company will provide Customer with Support for then current non End-of-Life version of the software they are on and the then-immediately preceding Upgrade version.
4.2 In case of as-a-service subscription tiers (cloud hosted deployments), unplanned maintenance windows for the Orchestrator service will be communicated at least 5 days in advance via message banner in the Orchestrator
4.3 Response times (WIP)
| Response | Priority Responses | Additional Terms |
|---|---|---|
| Enterprise | P1*: Telephone response in 30 minutes or less with immediate escalation to Engineering, if required | FAQ and Supporting Materials available online. Available seven (7) days a week, twenty-four (24) hours a day - including holidays (telephone and email) 24 x 7 Engineering Escalation Support |
| P2: Response in 2 business hours or less | ||
| P3: Response in 8 business hours or less | ||
| P4: Next business day (Monday through Friday) | ||
| *Customer must telephone HPE Support to establish a P1 case. |
4.4 Support Priority Definitions:
| Priority | Definition |
|---|---|
| P1 | Not serving data or severe performance degradation, inability to create a new volume |
| P2 | Performance degradation or intermittent software faults or network degradation |
| P3 | Issue or defect causing minimal business impact |
| P4 | Request for information; administrative requests, billing, and credit inquiries |
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5.1 Customer is responsible for maintaining the confidentiality of its Account credentials.
5.2 Customer is responsible for all access, activities and charges associated with Customer's Account, whether or not authorized by Customer, except for unauthorized access, activities and charges that can reasonably be determined to be the result of Company's mistake, omission or negligence in providing sufficient safeguards against unauthorized third-party access to Customer's Account. Customer must promptly notify Company of any unauthorized use of Customer’s Account.
5.3 Customer is responsible for obtaining and maintaining any equipment and ancillary services required for Customer to connect via the internet to Company through Orchestrator and to connect Customer’s installed instances of the Software via the internet to Orchestrator, including, without limitation, modems, hardware, server, software, operating system, networking, web servers, long distance and local telephone service and internet connectivity.
5.4 In case customer wants to self-host EdgeConnect virtual gateway on-premise or the Orchestrator (On-Prem subscription tier), Customer is responsible for ensuring they have a properly configured and adequately resourced hosting solution or environment capable of supporting the respective product's deployment requirements.
5.5 During the subscription term, Updates and Upgrades for EdgeConnect gateway (physical/virtual) and EdgeConnect Cloud Orchestrator software are made available. Customer is responsible for updating and upgrading the software.
5.6 For On-Prem subscription tier, the customer is responsible for downloading and updating/upgrading the on-premises version of the Orchestrator hosted in their private server or owned environment and managing their private infrastructure as per the recommended hosting requirements provided by HPE through the lifecycle of the Orchestrator.
5.7 In case of multi-tenant EdgeConnect Global Enterprise Orchestrator deployment model, the customer is the customer is responsible for downloading and updating/upgrading the EdgeConnect Global Enterprise Orchestrator software hosted in the HPE’s cloud for the customer.
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6.1 HPE will use commercially reasonable efforts to ensure that the SaaS (hosted in HPE’s cloud) Services will be available 24 hours per day, 7 days per week, with monthly uptime of 99.93%, excluding any Scheduled Downtime.
- 6.1.1 The Orchestrator SaaS Service availability SLO shall be measured as the total number of minutes in a month, minus the total number of minutes in that month that comprise Schedule Downtime (“Scheduled Uptime”). Daily system logs will be used to track scheduled downtime and any other SaaS Service outages.
| Terms | Links |
|---|---|
| Data Privacy and Security Agreement | |
| Data processing & security measures | N/A |
| Sub-processor list | N/A |
| HPE aaS Terms for Customers (unless otherwise stated in the Change Order Form) |
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